I'm not one for posting on public forums. But on this subject I am going to surface from my rock where I usually lurk.
I am have been suffering the wrath of poor customer service you've heard about from others. But my experience is very worrying and I feel any buyers should be aware when they decide to hand over there cash to this company who are not playing ball with distance selling regulations.
I found a very problematic problem in the frame of the bike I ordered. A manufacturing error. Now having been subject to the manufacturing industries from a young age, I am aware that every manufacturing process has a degree of error, and you get the occasionally frame that will have a hole incorrectly drilled in the wrong position. But this should be identified during the quality assurance process in the factory, or by the mechanic who put the components on the frame.
It wasn't picked up on my 1st bike that arrived.
Following on from this is have spent MONTHS trying to resolve the situation.
I have yet to receive a working bike. The problem in the frame means the hanger is at the wrong angle and the mech cannot operate.
This fault renders the bike completely useless.
In the past few months I have remained calm, and been as understanding and tried to resolve the situation and allow them to provide me with a frame that does not have this problem.
While they have
Hung up the phone on
Pretended not to receive emails
Tell me the colleague dealing with has 'popped out to shops' followed by much sniggering in the background, and an emails from this colleague hits my email seconds later.
Not answering the phone
They sent notification I would receive delivery from courier, so took day off work (and lost a days pay), but no courier arrived. It turned out to be another frame going to the London office where it would supposedly be checked for manufacturing faults.when I called the next day to inform them nothing arrived and discovered nothing was ever coming I received the response 'what do you want me to do about it'
I received replacement hangers as they refused to listen when I sent them pictures and explanation of the frame fault. But surprise.. Suprise this did not correct the mech issue.
Finally received a 2nd whole bike. This time it was missing spacers on the mounting post of the brake, and has a deep scratch right through to the shiny silver under the anodising. How on earth they can send a bike with the brake resting on the disc was beyond me. How can they not notice the the back wheel is physically incapable of turning.
Worst of all the 2nd bike had the same frame fault. Although to be fair this mech could at least reach all 10 gears. Shame it couldn't stay then and jumped back down the gears.
By this point I'd had enough. I requested a full refund. They refused initially, insisted I was not entitled by law as only unused bikes could be returned under distance selling regulations.
No bikes have ever arrived and a rideable condition.no part has ever seen the outside daylight as these bikes were never in working order.
I have advised them to it will claim chargeback on my card. I've been advised there policy is to report the bike is stolen. So I am to go through the embarrassment of the police turning up to retrieve the bike if I claim chargeback.
I have at no point and time refused them to collect the unusable bike. I even recommended they send a fresh box as the current one is trashed from the repeat journeys with the courier.
That's actually another bug bear. The bike guard box the you are forced to pay a premium for is no more than a standard box you get for free when you but any other bike, except the have a square of wood with a hole in it for between the rear triangle.
So... They caved to say they would arrange a courier after some very lengthy emails,and only once the bike arrives back in Germany and is checked over shall I receive a refund. I am looking at about 2 weeks delay for a refund.
I am not accepting that. Due to the way I have been treated and their determination not to refund, I will claim back on my card and wait for the police to arrive if ups doesn't show up
I have pictures and further details if anyone wants then of the frame fault, I seen 2 bikes with this fault. The fact that I was already sending one back for this fault suggest this is a fault that model wide and was not a random sampling type of error from the manufacturing process. As surely if the first frame was just an error that sneaked through quality assurance, then you would be very particular to ensure the 2nd frame you supply does not have the same fault to any degree. However, neither frames enabled correct indexing.
Whatever you do, DO NOT PAY USING BANK TRANSFER!
Use credit card only if you must order from them. As you won't have a legal to stand on if they refuse to refund like they did with me.